For updates on other components of the Flex Platform, visit the Twilio Changelog and select the Flex product.
For detailed descriptions of the Flex UI 2.x.x public interfaces with code samples, see our Flex UI API docs.
Changes to Sync usage in Flex UI
What has been done?
In Flex UI version 2.0 we introduced updates to some internal operations within Flex UI to no longer rely on data provided by Sync. This included Conference state management as well as Outbound calls and Transfer workflows. All of these now get data from TaskRouter SDK instead of Sync. This was done to reduce the number of dependencies in these workflows for better performance and increased resilience in the event of an incident.
Flex UI versions 1.33 and above also include the same changes to Sync usage inside Flex UI.
What has changed?
This change only affects the internal operation of Flex UI and does not introduce any breaking changes that customers should be aware of. However, there are some UI changes that you may see.
Sync limits on data retention no longer limit the fetching of workers and queues
Sync only stores data for 30 days since the last change to a status. This affects lists of workers (users) and queues that previously did not include workers or queues that had no change for 30 days.
The parts of Flex UI that no longer use Sync can now fetch all workers and queue no matter when the last change was made.
Effect on Flex user experience
When transferring a call, the lists of workers and queues now show all possible workers and queues.
When making an outbound call, all queues are available to be selected.
Conference Sync Maps
Under the hood, Flex UI now receives and displays Conference information from an alternative backend service, Flex Orchestrator, rather than Sync Maps. However, the same information is still published to Sync Maps in order to enable backwards compatibility with Flex UI customizations and plugins.
In cases where a Flex customization makes heavy use of Conference data for advanced call use cases, there is the potential for inconsistencies in the UI. So far we have had a report of duplicate 'Left call' participants appearing in the call canvas. This particular issue was reported for a customer plugin based on this Twilio Professional Services plugin that renders participants of a call. The workaround for these inconsistencies is to use the native outbound dialer now built directly into Flex.
Transfer directory
Flex UI now fetches workers and queues from an alternative backend service, Task Router, rather than Sync Maps. Workers and queues are soft deleted from Sync Maps after 30 days of inactivity, but this is not true of Task Router. This means more workers and/or queues may appear in the transfer directory than before.
Hidden worker and queue filters
The hiddenWorkerFilter and hiddenQueueFilter default props on the WorkerDirectoryTabs dynamic component can be used to filter the workers and queue that appear in the transfer directory.
FAQs
Is Sync still used in Flex UI?
Yes. We have only removed it from the parts of Flex UI mentioned above.
Can I still use Sync for customizations?
Yes, Sync can still be used for building additional functionality on top of Flex. Flex is still populating Sync with the same data as it did before.
Will Sync be removed from other parts of Flex UI?
We are currently evaluating other workflows that currently use Sync that could be improved by reducing dependencies.
What should I do if I find a difference in behavior between 1.32 and below and 1.33 or 2.0 and above?
Please contact Support to report any changes between these versions.
v 2.9.0
@twilio/flex-ui@2.9.0
Release date October 3, 2024
Summary
Flex UI 2.9.0 is now available. Beginning with this release, we have certified that Flex UI works on Chromebooks, expanding your device options. In Unified Profiles, your agents can now view customer interactions history information before any of your customer data sources are connected, immediately enabling them to provide more customized, efficient service. Throughout Flex UI, you'll find a broad range of feature and UI enhancements, bug fixes, and more.
Added
Flex UI is now certified to work on Chromebooks.
In
Unified Profiles
, added the ability for your agents to begin viewing basic customer interaction history before any of your customer data sources are connected. This allows agents using Unified Profiles or Agent Copilot to quickly review customer interaction history before or during customer interactions to provide more customized, efficient service.
In the
Customer history UI component
, you can now configure recent activity groups to show your agents the most recent customer activity within the last 24 hours and up to 14 days out.
Updated the UnifiedProfilesContainer that contains customer detail, history, and header UP components to always render the same view and the component itself to render any errors that occur. Previously, the container rendered different views within the tabs based on errors that occurred.
The
UnifiedProfilesContainer
is now programmable. You can remove, hide, show, rename, sequence, and customize all sub components including profile highlights, profile header, detail, history, and in-house. You can also add your own tabs with custom features. For example, build transactions to create a single pane for agents, so that they don't have to work with multiple systems.
Updated the
CRMContainer
API component to allow clipboard access.
Updated the twilio-chat package that's included with Flex UI to version 6.0.0 to enhance security.
Updated the slate-react package that's included with Flex UI to version 0.66. This prevents dependency warnings when building with
Flex Plugins CLI
version 7.0.0 and later.
Fixed
Fixed an encoding issue in Flex UI where certain characters did not render correctly.
Fixed an issue that caused a "No active call" error to appear in the Twilio Console error log when the caller ended an inbound call right after an agent answered.
Fixed an issue that caused a "No next page" error to appear in the browser console log when loading older messages in a long messaging history.
Fixed an issue where playing a Flex Insights recording on the Conversations dashboard caused the recording to stop if the administrator or supervisor opened a different Flex UI page.
Fixed a display issue related to
Customer history
's manual refresh overlapping with the status panel.
Fixed an issue that prevented Customer history from validating proper string localization for Agent, Sentiment, Summary, and more.
Fixed an issue that prevented the
Customer history
field in Flex UI from displaying the correct date when the
Date
type contained incomplete information (for example, just the year).
Fixed an issue that caused an error to appear in the Twilio Console error log when profile highlights were disabled and an agent accepted a task.
Fixed an issue that caused the task list in the profile header to appear as
[object Object]
if the display name value is
null
. The task list now displays the channel address if the display name value is
null
.
Fixed a display issue with
customer profile highlights
where the styling was incorrect if the profile summary was only one line.
Improved the error message that's shown when attempting to call a phone number that is blocked by Twilio.
When the
Leave option is enabled for email
, if an agent clicked
Leave
in a task and the customer later replied, the task was incorrectly assigned to the previous agent automatically. This behavior has been corrected, so the customer reply is handled like any other new task.
For agents using a
SIP
phone instead of the Voice client
WebRTC
to handle voice calls, outbound calls were blocked if a microphone and microphone permissions were not configured for the Voice client. This bug has been corrected and SIP phone outbound calls work as expected.
Fixed an issue where a degraded network connection could cause access tokens to expire unexpectedly.
Fixed an issue where holding the pointer over the headphones icon at the top of the page (also known as device manager) caused warnings to appear in the browser console.
When an agent used a slower network connection, such as 3G, and searched for an agent during a call transfer, the search function sometimes showed unexpected results or worked slowly. We have corrected this behavior.
Updated how telemetry events are sent so that the "Max telemetry request reached" error now occurs only in rare instances. In addition, we changed the log level of this error from
log.error
to
log.debug
.
For Voice conference calls that include a call transfer, it wasn't possible to use webhooks to track the timeline of transfers, because Flex UI didn't transmit information about the new agent accepting the call transfer. Flex UI now sends a call status event when an agent accepts a call transfer, which makes it possible to build functionality to track call transfers.
v 2.8.5
@twilio/flex-ui@2.8.5
Release date October 9, 2024
Fixed
Fixed an issue where a degraded network connection could cause access tokens to expire unexpectedly.
v 2.8.4
@twilio/flex-ui@2.8.4
Release date September 9, 2024
Fixed
Previously, when using the
Agent Copilot wrap-up notes webhook
with wrap-up notes hidden in Flex UI,
task-SID
was missing from the HTTP request payload. This issue has been corrected.
Flex Insights Historical Reporting now provides accurate status in the Flex UI
status report
when planned maintenance occurs. Previously, it incorrectly reported degraded performance during planned maintenance.
v 2.8.3
@twilio/flex-ui@2.8.3
Release date August 13, 2024
Fixed
Corrected an issue that prevented telemetry from being turned off, which could lead to rate limits being exceeded.
Stopped
useFlexSelector
and
useFlexDispatch
from over-reporting events that occasionally caused "Rate limit exceeded" error messages to appear.
v 2.8.2
@twilio/flex-ui@2.8.2
Release date July 25, 2024
Fixed
In Flex 2.8.1, when agents attempted to transfer conversations using the Conversations Transfer plugin from the
Flex Plugin Library
, the transfers were unsuccessful and a "Transfer failed" message appeared. We fixed this bug to restore this Conversations Transfer functionality.
Fixed an issue introduced in Flex UI 2.8.1 where Flex errors no longer appeared in the
Twilio Console error logs
.
v 2.8.1
@twilio/flex-ui@2.8.1
Release date July 11, 2024
Fixed
Fixed an issue that prevented a dependency from installing correctly.
v 2.8.0
@twilio/flex-ui@2.8.0
Release date July 11, 2024
Summary
Flex UI 2.8.0 is now available. It includes additional language support for Agent Copilot, so you can now generate wrap-up notes for Spanish and Portuguese conversations. In Unified Profiles, we've added the ability to refresh profile history, improved configurability for the profile header and recent activity, and upgraded programmability that allows you to build custom agent experiences. Throughout Flex UI, you'll also notice a number of feature and UI enhancements, bug fixes, and more.
Added
If you're using
Agent Copilot
, you can now generate the sentiment and summary for wrap-up notes in Spanish and Portuguese.
Added the ability for agents to manually refresh the activities in a customer's profile history.
Enhanced Container capabilities to allow your Unified Profiles agent experience to benefit from existing Flex programmability features.
Administrators can now upload a CSV file to quickly load test profiles and configure the agent experience for customer profile details and history.
Flex on Citrix VDI
now supports remote devices running ChromeOS, including Chromebooks.
Changed
Updated the behavior of the
Flex UI API Reference
version selector so that broken links redirect to the newest documentation for the selected version instead of showing an error message.
In Unified Profiles, when a task comes in and a profile is associated with the customer's email address, the customer's name now appears in the task.
The native
audio device manager
that was released in public beta in Flex UI 2.6.0 is now generally available. Agents can select an audio device, such as headphones or speakers, in Flex UI.
Updated the Citrix SDK used in Flex on Citrix VDI to version 3.1.0 to provide enhanced capabilities.
Updated the
TaskCanvasHeader
button label from
End Chat
to
End
and slightly modified the button size.
Fixed
Fixed an issue that prevented
legacy teams view custom filters
from showing as selected after closing and reopening the filters panel.
Fixed an issue that prevented operating system notifications from appearing when using Flex UI.
Fixed an issue that caused some error messages to display
Unknown error
instead of the error details.
In Unified Profiles:
Fixed an issue where the customer header only displayed
First Name
,
Last Name
, and
Customer Since
.
Fixed a search issue where phone numbers with a leading or trailing space did not locate the correct profile.
Fixed an issue that caused the profile header to display traits as JSON strings.
Fixed an issue that prevented interaction durations from appearing.
Fixed an issue that prevented all identifiers from appearing under
Identifiers agents can search against
on the
Profile search
tab.
Fixed an issue that required you to set up the
Search for a Profile widget
to display customer highlights and enable automatic customer search.
On the History tab:
Fixed a small resizing issue where profile events didn't expand unless they were resized.
Fixed a small issue where the option to expand profile events was shown for events with no details.
Fixed a small issue that caused an inaccurate
Duration
value to appear.
Fixed an issue where a call to the
ProfileEvents
API didn't honor the
PageSize
parameter.
Restored the functionality of the
Flex.QueuesStats.[component].Content.Remove
method. Beginning in Flex UI 2.5.0, this method stopped working.
If you use Flex Insights and have customized your interactions settings in the
analytics portal
to drill into data, your customized links weren't clickable when accessing dashboards through Flex. We've fixed the issue, so custom interactions links are now clickable in your Flex Insights dashboards.
Fixed a rare issue that caused the number 0 to appear in UI notifications.
Known issue
This release contains an issue that prevents dependencies from installing correctly. Please use version 2.8.1 or later instead, where this issue has been resolved.
v 2.7.2
@twilio/flex-ui@2.7.2
Release date June 5, 2024
Fixed
Fixed an issue with token refresh that sometimes occurred when intermittent network issues were present.
Fixed an intermittent issue that prevented agents from canceling a
warm transfer
if the person or queue being added to the call did not answer.
Corrected an issue where Webchat tasks with sent attachments showed a "File sent" message instead of the name of the file. Webchat tasks now show the filename for sent files.
v 2.7.1
@twilio/flex-ui@2.7.1
Release date May 9, 2024
Fixed
Reverted the following breaking changes:
manager.store.getState().flex.session.ssoTokenPayload
can be undefined in Flex UI 2.7.0, which causes a TypeScript error.
manager.store.getState().flex.session.identity
can be undefined in Flex UI 2.7.0, which causes a TypeScript error.
The
SupervisorWorkerState
type is no longer exported from
@twilio/flex-ui/src/state/State.definition
in Flex UI 2.7.0.
Fixed an issue that prevented scrolling on the
Quality Management
>
Questionnaire
>
Add questions
page.
Corrected an issue that caused a DOM error to appear when using browser developer tools on the Real-Time Queues View page when accessing a local version of Flex UI.
Corrected an issue that caused the
Twilio Webchat React App
to show the customer name incorrectly if the customer sent the last message before the chat conversation ended.
In a rare scenario, when agents change Wi-Fi networks, have intermittent network connectivity, or become idle, they appear as unavailable for up to two minutes until the TaskRouter worker websocket can reconnect. In this release, the TaskRouter worker reconnection time has been reduced to 30 seconds. Additional logging has also been added for this connection to help better diagnose any future connection issues.
v 2.7.0
@twilio/flex-ui@2.7.0
Release date April 15, 2024
Summary
Flex UI 2.7.0 is now available. It includes AI-generated highlights and more customer data in Agent Copilot and Unified Profiles in Flex, a pause option in Email in Flex, Flex on Azure Virtual Desktop, and the option to begin using Flex's enhanced SSO configuration. You'll also notice a number of feature and UI enhancements, bug fixes, and more.
Agents have access to a new feature,
customer highlights
. The one-paragraph summary combines customer data and recent activity, so agents can start the conversation faster and have a more informed interaction.
Agents have access to more information in a customer's profile details and history:
Wrap-up notes now appear in a customer's history, so agents can see notes from previous interactions.
Agents can now see recent customer web and app activity.
Outbound calls now appear alongside inbound calls.
Past interactions in the customer's history include the queue of the agent who handled that task, in addition to the agent's name.
See our
documentation
for information about enabling these features.
Email in Flex
now includes the ability to pause and resume a task. When
enabled
, the
pause action
enables agents to put an email task on hold while keeping it in their queue. Agents can resume the task when they're ready, which frees up their capacity to handle other tasks in the meantime.
Two new metrics are available in the
Real-Time Queues View
, Completed (30 min) and Completed (Today), which show the number of tasks completed in the last 30 minutes or today. These metrics do not appear by default. If you want to show them,
add them to your view
.
Changed
Made updates to enable Flex pages to load faster.
Updated dependencies to enhance security.
Upgraded the TaskRouter SDK to version 2.0.2 to provide enhanced capabilities.
Updated the Citrix SDK used in Flex on Citrix VDI to provide enhanced capabilities.
Updated Axios to version 1.6.7 to provide enhanced capabilities.
Self-hosted Flex only: If your custom application uses react-scripts v5, you must
apply a workaround
to use Flex 2.7.0 or later. For example, if you use a version of the Create React App that depends on react-scripts version 5, you must apply the workaround. This workaround is required due to a react-scripts issue.
Fixed
Fixed a bug that caused the
summary metrics cards on the Real-Time Queues View
page to revert to their previous order after a user changed their order. The cards now remain in the order that a user has configured them as long as the user continues to use the same browser and has not cleared their cookies.
Enhanced
web accessibility
by improving visual contrast and correcting navigation bugs for screen readers.
Fixed the
SetInputText action
in Email in Flex. This action did not work properly for Email in Flex in some previous versions of Flex UI.
Removed the ability to switch audio devices using the
native audio device manager
when using Flex on Citrix VDI. The native audio device manager does not always work in Flex on Citrix VDI.
Fixed a rare issue where voice call tasks could not be wrapped up after the call ended.
Fixed an issue on the
Real-Time Queues View
page where the
% of short abandoned tasks
metric showed an incorrect value.
Enhanced responsiveness of the Teams page.
v 2.6.3
@twilio/flex-ui@2.6.3
Release date May 29, 2024
Fixed
Fixed an issue with token refresh that sometimes occurred when intermittent network issues were present.
Fixed an intermittent issue that prevented agents from canceling a
warm transfer
if the person or queue being added to the call did not answer.
Corrected an issue where Webchat tasks with sent attachments showed a "File sent" message instead of the name of the file. Webchat tasks now show the filename for sent files.
v 2.6.2
@twilio/flex-ui@2.6.2
Release date May 13, 2024
Fixed
Fixed a bug that caused the
summary metrics cards on the Real-Time Queues View
page to revert to their previous order after a user changed their order. The cards now remain in the order that a user has configured them as long as the user continues to use the same browser and has not cleared their cookies.
Fixed an issue on the
Real-Time Queues View
page where the
% of short abandoned tasks
metric showed an incorrect value.
Corrected an issue that caused the
Twilio Webchat React App
to show the customer name incorrectly if the customer sent the last message before the chat conversation ended.
Fixed an issue that prevented scrolling on the
Quality Management
>
Questionnaire
>
Add questions
page.
Fixed the appearance of information on the
Your Teams
page when viewed in a small browser window. Previously, information was in some columns too small to read when viewed in a small window.
Corrected an issue that caused a DOM error to appear when using browser developer tools on the Real-Time Queues View page when accessing a local version of Flex UI.
Fixed an issue that caused chat conversations to unexpectedly scroll when accessing an audio or video message earlier in the conversation.
v 2.6.1
@twilio/flex-ui@2.6.1
Release date March 4, 2024
Fixed
Fixed an issue with the way that Flex on Citrix VDI handles non-fatal vdiClientDisconnected errors from Citrix. In rare situations, these errors caused Flex UI to use
degraded mode
until the next browser refresh.
Flex UI 2.6.0 is now available. This release introduces Agent Copilot and Unified Profiles in Flex in limited public beta. These new features combine the power of large language models with real-time customer data to automate customer and agent experiences, improve end-customer satisfaction, and increase agent productivity.
This release also includes the GA release of a number of Real-time Queues View metrics that were previously in public beta, and the public beta release of Device Manager, which enables agents to switch between audio devices. In addition, you'll notice UI enhancements, bug fixes, and more.
Added
Agent Copilot in Flex
is now available in limited public beta. Agent Copilot provides agents with wrap up assistance, including automated summaries, disposition codes, and customer sentiment.
Unified Profiles in Flex
is now available in limited public beta. Unified Profiles delivers real-time customer data from multiple enterprise systems to your customer-facing teams.
A
native audio device manager
is available in public beta. Agents can select an audio device, such as headphones or speakers, in Flex UI. This feature is not available when using Flex on Citrix VDI.
Changed
Real-time Queues View
metrics that were released in public beta in Flex UI 2.5.0 are now generally available.
Improved error messages that appear when users are unable to successfully log in to Flex UI using single sign-on.
If you are configuring single sign-on in Flex for the first time, Flex provides a simplified setup experience and enhanced SSO based on the OAuth 2.0 authorization framework.
Fixed
Fixed an issue in chat where dates were not shown for messages received before the current day.
Fixed an issue that caused the "from" email address to appear blank in outbound emails.
Fixed a bug that caused some messages to appear in light mode theme when dark mode theme was being used.
Fixed an issue that caused the same agent to appear on the screen twice after multiple call transfers.
Real-time Queues View:
Fixed a bug that prevented filters from working correctly in some situations.
Fixed a bug that caused English text to appear for non-English languages.
Fixed a rare direct URL login issue for self-hosted Flex UI.
Fixed a rare issue that caused the message "Your connection is poor" to appear when there was no network quality issue.
Fixed a rare issue that caused the screen to sometimes go blank during chat conversations when using a custom plugin with specific settings.
v 2.5.2
@twilio/flex-ui@2.5.2
Release date February 26, 2024
Fixed
Fixed an issue with the way that Flex on Citrix VDI handles non-fatal vdiClientDisconnected errors from Citrix. In rare situations, these errors caused Flex UI to use
degraded mode
until the next browser refresh.
Fixed a rare issue in self-hosted Flex environments that prevented users from successfully logging in to Flex from a direct URL instead of from their SSO tool.
Fixed a rare performance issue for specific customers who are using a feature enabled by our support team.
v 2.5.0
@twilio/flex-ui@2.5.0
Release date December 4, 2023
Summary
Flex UI 2.5.0 is now available. This release features email as a new channel, the GA release of Flex Citrix VDI, the public beta release of a built-in webchat widget, the ability to filter summary metrics on the Real-Time Queues View by channel, and more. It also includes UI enhancements and bug fixes.
Added the following
new metrics to the Real-time Queues View in public beta
: average wrap up time, average talk time, rejected Invitations, number of tasks, accepted within SLA, % accepted within SLA, short abandoned, % abandoned, and % short abandoned.
Added a new option to send Console errors to the Twilio Debugger when the Debugger Integration is enabled. By default, this option is disabled. To enable it, use the
Configuration API
to set
console_errors_included
to
true
in the
debugger_integration
section.
Coming soon
Watch the Twilio changelog and these release notes for updates on the following features that will be released shortly as part of this release:
Email will be generally available as a channel for your contact center. Agents can send and receive email messages from your customers directly in Flex.
Updated December 5, 2023:
Email in Flex is now generally available. To learn more and get started, see
Email in Flex
.
The Read-only Admin role will be generally available. This role is automatically assigned to users with the Support role in Twilio Console and enables those users to:
Launch Flex from the Twilio Console
View the configurations on the Admin dashboard (read-only)
View real-time queue statistics
View the list of agents on the Teams page
Updated December 12, 2023:
The Read-only Admin role in Flex is now generally available. To learn more, see
Read-only Admin role
.
The public beta release of Webchat 3.0 will provide a new webchat that includes additional security features and is simpler to configure and deploy.
Updated December 12, 2023:
Webchat 3.0 is now available in Public Beta. To learn more and get started, see the
Webchat 3.0 overview
.
The native integration of Google Dialogflow CX with Flex, currently in public beta, will be updated to support Dialogflow Digital Virtual Agents in Flex through an integration enabled by Twilio Conversations and Twilio Studio. Digital virtual agent conversations will be seamlessly escalated and routed to agents in Flex, along with the content of the customer's conversation with the virtual agent.
In the
Real-time Queues View
, renamed the
Handled
metric to
Accepted
. This metric continues to reflect the number of tasks that were accepted by agents.
Updated channel icons for the agent view.
Increased the webchat character limit to 32,768 from 4,000.
Fixed
Fixed an issue where the green dot that indicates customer online status in webchat didn't appear.
Fixed an issue where underscores were automatically removed from email addresses in Insights chat transcripts in some situations.
Fixed an issue where outbound messages appeared as read in some scenarios, regardless of whether they had been opened.
Fixed an issue where "FlexModule: FlexModule not initialized" errors appeared in the log multiple times while logging in to Flex, even though the login was successful and Flex was working properly.
Fixed a bug where, in some circumstances, agents couldn't accept a call after accepting microphone permissions in their browser.
Fixed an issue that caused slowness when typing in Flex's built-in messaging in certain scenarios.
Fixed a rare issue where self-hosted Flex UI becomes unresponsive.
v 2.4.2
@twilio/flex-ui@2.4.2
Release date November 29, 2023
Fixed
Updated the Voice SDK to
version 2.7.3
. Voice SDK 2.7.3 fixes a Chrome issue where audio is choppy when another application is also using the audio devices.
v 2.4.1
@twilio/flex-ui@2.4.1
Release date October 17, 2023
Fixed
Fixed an issue that caused the Real-time Queues View to show new filter options and additional metrics in Flex UI 2.3.x as well as Flex UI 2.4.0. These new features are now only available in Flex UI 2.4.0 and later.
Fixed an issue that incorrectly caused a "Failed to fetch call participants" message to appear for callback request tasks in some scenarios, despite no actual problems. We've updated our task handling so that the incorrect error message no longer appears in this scenario.
Fixed an issue that incorrectly caused outbound settings errors to appear in the Flex Status Report and downloadable Error Reports in some scenarios, despite no actual problems. These incorrect errors are no longer generated in this scenario.
Fixed an issue on the Flex Agent UI page that incorrectly caused a
New task
link to appear. The link has been removed.
v 2.4.0
@twilio/flex-ui@2.4.0
Release date September 28, 2023
Summary
Flex 2.4.0 is now available. This release features several new channels by which agents can send and receive messages, as well as new filters and metrics in the Real-Time Queues View that make it easier for supervisors to monitor your contact center. It also includes UI enhancements and bug fixes.
Added
In the
Real-time Queues View
, you can now filter your view to just the queues and metrics that you want to monitor. There are also four new metrics: average speed of answer (ASA), average handle time (AHT), missed invitations, and average abandon time.
Facebook Messenger and Google Business Messages communication channels are supported as Public Beta features. When enabled, agents in your contact center can use these channels to send and receive messages from your customers. For information about how to enable these channels, see the documentation about using Flex with
Facebook Messenger
and
Google Business Messages
.
Changed
The addWrapper API is now generally available and is no longer an experimental API.
Added an informational message to agents when an empty message appears in WhatsApp. The empty message could be caused by the customer using a WhatsApp feature that Flex doesn't support or by the customer actually sending a blank message.
Fixed
Added support for Google Chrome's experimental Storage Partitioning feature. Previously, enabling this feature prevented users from logging in to Flex using SSO, particularly in environments using Flex inside of an iframe.
Fixed a bug that prevented Flex UI from opening when TaskRouter is unavailable. In this scenario, Flex UI now opens in
Degraded mode
.
Fixed an issue that caused an error when it took more than 5 seconds to load workers and queues in the
Transfer
directory. The operation now times out only if the load delay reaches 15 seconds.
Fixed a bug that caused number emojis to appear incorrectly in Flex UI.
Added missing documentation for component children on the
WorkerDirectoryTabs page
in the API Reference.
Fixed an issue where network issues that affect the Voice SDK required agents to refresh the website before making outbound calls.
v 2.3.5
@twilio/flex-ui@2.3.5
Release date January 9, 2024
Fixed
Fixed a rare performance issue for specific customers who are using a feature enabled by our support team.
v 2.3.4
@twilio/flex-ui@2.3.4
Release date September 7, 2023
Fixed
Fixed a permissions issue where Supervisor could incorrectly see the New dashboard button
October 17, 2023 update
: Fixed an issue that incorrectly caused four new metrics to appear in the Real-time Queues View. These metrics were released with
Flex UI 2.4.0
, but incorrectly appeared in Flex UI 2.3.x from October 3, 2023, until the issue was fixed in
Flex UI 2.4.1
on October 17, 2023.
v 2.2.2
@twilio/flex-ui@2.2.2
Release date September 6, 2023
Fixed
Fixed a permissions issue where Supervisor could incorrectly see the New dashboard button
v 2.1.3
@twilio/flex-ui@2.1.3
Release date August 29, 2023
Fixed
Fixed a permissions issue where Supervisor could incorrectly see the New dashboard button
v 2.3.3
@twilio/flex-ui@2.3.3
Release date July 14, 2023
Fixed
Fixed the display issue while adding components to CallCanvas
Increased timeout interval for certain SDKs to address initialization issues
v 2.3.2
@twilio/flex-ui@2.3.2
Release date July 10, 2023
Summary
Flex 2.3.2 is now available with support for Citrix HDX VDI as a Public Beta feature which provides high quality audio for voice calls while agents are connected to Flex via Citrix HDX VDI.
Added
Added enhancements to support Citrix HDX VDI as a Public Beta feature
Flex 2.3.1 is now available with betterments for initialization and logging along with UI improvements.
Fixed
Upgraded Conversations SDK version to v2.4.1
Fixed the issue while viewing chat transcript logs
v 2.3.0
@twilio/flex-ui@2.3.0
Release date June 28, 2023
Summary
Flex 2.3 is now available. It includes improvements for initialization and logging along with UI enhancements. This release uses an updated version of the Voice SDK which may require network configuration changes. Please check the Voice SDK release notes for more information.
Fixed the issue while creating custom keyboard shortcuts using numbers in Windows
Fixed the behavior of Apply and Reset buttons while changing filters on Your Teams page
Fixed the additional scroll issue in Queues Stat screen
Fixed initialization issues using timeout for dependencies
Fixed logging issues in Flex Configuration API enabling custom settings
v 2.2.1
@twilio/flex-ui@2.2.1
release date June 28, 2023
Fixed
Fixed logging issues in Flex Configuration API enabling custom settings.
Fixed initialization issues using timeout for dependencies.
v 2.2.0
@twilio/flex-ui@2.2.0
Release date May 29, 2023
Summary
Flex 2.2 is now available with changes for displaying call transcripts for Google Dialogflow CX Virtual Agent calls. It also includes an upgraded SDK version of TaskRouter and improvements to the UI and sorting functionality.
Changed
Upgraded TaskRouter SDK version to v0.8.0 to provide enhanced capabilities
Fixed
Fixed display issues after putting a call on hold
Fixed functionality issues on keyboard shortcuts
Fixed the programmability issues in customizing tasks
Fixed an infinite loading issue in Conversation Tasks
Fixed issues with firing of specific events on login
Fixed "auto accept" behavior of certain voice and email outbound tasks
Added
Added UI enhancements to address the slowness issues in Transfer Directory
Restored sorting functionality present in previous UI versions. For more details, see "Team View Changes" section of
Migrate from Flex UI 1.x.x to 2.x.x
Added the ability to fetch and display call transcripts to agents for Google Dialogflow CX Virtual Agent voice calls
v 2.1.2
@twilio/flex-ui@2.1.2
release date June 28, 2023
Fixed
Fixed logging issues in Flex Configuration API enabling custom settings.
Fixed initialization issues using timeout for dependencies.
v 2.1.1
@twilio/flex-ui@2.1.1
Release date Apr 14, 2023
Fixed
Added improvements to in-progress message handling on select custom Conversation channels when switching between tasks
v 2.1.0
@twilio/flex-ui@2.1.0
Release date Feb 8, 2023
Changed
Added additional country codes to the dialpad dropdown when making an outbound call
Removed Beta label from autogenerated API documentation
Fixed
Updated Plugin initialization checks to decrease the load time of Flex UI
Fixed an issue where the unread chat notification was not appearing correctly when accepting a task
Fixed an issue where a disconnected agent's status appeared as online when they were offline
Updated scroll bar behavior for code samples in autogenerated API documentation
Fixed an issue where API documentation feedback could not be sent
Restored the ability to navigate within chat messages via the keyboard after switching between tasks
Fixed the logic for Hidden Worker Filters
Added
Keyboard shortcuts are now available for common actions on the Agent desktop. Read the
User guide
and
Developer documentation
for more information.
Known issues
We have had reports of intermittent issues with call hold state, where the actual hold state and UI hold state are inconsistent. This is being actively investigated. Please see "Changes to Sync usage in Flex UI" below for more details.
v 2.0.3
@twilio/flex-ui@2.0.3
release date June 28, 2023
Fixed
Fixed logging issues in Flex Configuration API enabling custom settings.
Fixed initialization issues using timeout for dependencies.
v 2.0.2
@twilio/flex-ui@2.0.2
Release date Dec 15, 2022
Changed
Removed Beta notice from the API documentation
Fixed
Updated anchor link scrolling in API documentation so heading is no longer hidden behind the header
Fixed an issue with submitting feedback on API documentation
Known issues
We have had reports of intermittent issues with call hold state, where the actual hold state and UI hold state are inconsistent. This is being actively investigated. Please see Changes to Sync usage in Flex UI below for more details.
v 2.0.1
@twilio/flex-ui@2.0.1
Release date Dec 9, 2022
Changed
Updated messages in Status report and Degraded mode notifications
WhatsApp channel and attachments support - WhatsApp is now available as a native channel and agents can have conversations with customers using plan text or attachments. Note, currently only one attachment per message is supported.
MMS support - Agents can now send and receive MMS messages when having a conversation with the customer over SMS channel. Note, only MMS to +1 numbers is supported.
Supervisor attachment monitoring - Supervisors can now access attachments when monitoring live conversations and viewing chat transcripts
Attachment configuration - Admins can now configure attachment settings in Console per each messaging address.
Messaging UX improvements - we have improved messaging experience for agents, this includes
New message separator and scroll to newest message button - identify which messages in the list are new and quickly scroll down to the bottom to see new messages in the conversation.
Text and attachment in a single message - compose and send a single message that contains both text and one attachment
Delivery failed receipts - get notified when a message has not been delivered
Message loading indicator - now when scroll up for more messages, if loading messages takes a bit longer, we will show you a loading spinner
For more info on Flex Conversations and the new capabilities, visit Flex Conversations documentation
For developers, we are now providing a more customizable messaging component MessageInputV2. It's a new Programmable component with 2 children
1
<MessageInputV2>
2
<MessageInputAreakey="textarea"/>
3
<MessageInputActionskey="actions"/>
4
</MessageInputV2>
MessageInputActions component is also a Programmable component and contains the message send button and the file attachment button (if file attachments are enabled). Add custom actions to this component with component add methods.
We have also introduced new default props
use
rows
prop to set input field height
use
hideSendButton
prop to hide Send button to free more space for your custom actions. Use it together with
returnKeySendsMessage
to enable sending message on Enter.
In Flex UI 2.0 we are aligning to WCAG 2.1 level AA standards to support our customers in building accessible user experiences. We are gradually improving Web accessibility of our out-of-the-box Flex UI experience and tools used to customize it.
In this version we have introduced accessible color theme built with Twilio Paste including a Dark mode theme and improved accessibility support with a clearer focus state, improved keyboard navigation and screen reader support for Agent experience.
We have introduced a Degraded mode for Flex UI - now Flex UI will initialize with limited capabilities, even if some of the components like SDK's (TaskRouter, Conversations, Voice or Sync) are down. In case of disruptions in Twilio services, Flex User will be able to login to Flex and perform certain tasks that are still available. For example, in the case of Twilio Voice experiencing an incident, your agent will still be able to handle messaging tasks.
Users will see a notification informing them of a possible disruption in the normal work of Flex UI and they will be able to download a thorough report with error details and logs.
We have updated activity controls and user profile for easier access and improved programmability.
We have introduced a new programmable component Activity is added to MainHeader. This allows developers to replace this component with more custom activity controls that suite their business workflows.
We also made changes to the UserCard component. We have removed activity controls and changed the layout.
Note, this is a potential breaking change if you have customized UserCard and its child components using CSS. Check out our migration guide, if you are upgrading an existing Flex project to Flex UI 2.0.
Teams view, Queue stats and Quality management improvements
We have introduced several updates to the supervisor capabilities:
In
Queue Stats
, channels with no data or only 0's are no longer displayed
we have added a permission check for
player.view.player
before displaying conversation content so Player does not show with an error when user does not have permission to access recordings
Generate a backup waveform in the browser will now be showing when agents and customers are talking in the call recording Player. This enables Player to generate waveforms for recordings that are not accessible by Twilio backend services - encrypted by public key, copied to custom storage etc
Overlay Player will now support new address format of drill down links in Flex Insights Historical Reporting
Upgrade developer tools
In this version, we have upgrade developer tools to like twilio SDK's and major dependencies, which required a major version upgrade of a Flex UI library.
Upgraded dependencies
Node -> >= 14
React & React DOM -> ^17.0.0
Redux -> ^4.0.5
React-redux -> ^7.2.2
React-router-redux -> removed
Emotion -> ^11.1.3
Material UI -> ^4.12.3
Upgraded SDK's
Conversations SDK -> 2.1.0
Voice SDK -> 2.0.1
TaskRouter SDK -> ^0.5.9
For more details on all the upgraded tools, check out our migration guide
Twilio Paste support
We have integrated Twilio Paste support into the Flex UI. Twilio Paste is the design system that Twilio created to support its own efforts to create consistent, inclusive, and delightful experiences. Now, Flex UI developers and partners can use the same component library for plugin development as Twilio's developers. This means that partners ensure consistent styling and branding for their customers, without having to bring in extensive UI development expertise.
Theming improvements
Flex UI 2.0 now uses a new theming structure that more closely maps to the Twilio Paste design system. This new structure is based on the concept of design tokens, a set of variables that you can modify. This structure promotes both consistency, customization and web accessibility.
New theme config - We have introduced a new configuration key called config.theme with the following structure
1
interfaceThemeConfigProps{
2
isLight?:boolean;// Represents if light or dark theme